- Location
- REMOTE
- Workplace
- Remote
- Type
- Full-time
- Department
- IT
- Seniority
- Senior
- Source
- RecruiterFlow
Description
About the Role
We are seeking a highly skilled and experienced Senior Dynamics 365 Contact Center Specialist to lead and support the implementation, optimization, and production readiness of our Microsoft Dynamics 365 Contact Center with Copilot integration. This role focuses on addressing current challenges, ensuring a seamless Proof of Value (POV) launch, and contributing to the long-term success of our AI-powered contact center platform.
Key Responsibilities
Short-Term Objectives (POV Launch Readiness)
- Optimize telephony setup and validate existing configurations in Microsoft 365.
- Analyze and address inbound and outbound routing needs based on process maps.
- Review and refine voice IVR introductions, conversational flows, and payment API integrations.
- Validate agent-facing features, including call display, data accuracy, and sensitive information masking.
- Test and resolve issues with supervisor tools, including dashboard configurations and monitoring capabilities.
- Administer user and role setup, knowledge article management, and Copilot functionality validation.
Mid-Term Objectives (Pilot Support)
- Develop comprehensive run book documentation for ongoing reference.
- Provide continuous support and enhancements for bots, IVR, and integrated features.
- Collaborate with stakeholders to identify opportunities for platform improvements.
Long-Term Objectives (RFI/RFP Support)
- Support evaluation and decision-making for platform expansion aligned with the 2026 roadmap.
Required Skills and Experience
- Proven expertise in implementing and managing Microsoft Dynamics 365 Contact Center, including Copilot features.
- Strong understanding of telephony systems, inbound/outbound routing, IVR, and voicebot functionalities.
- Hands-on experience with AI-powered tools and real-time analytics.
- Knowledge of transcription tools, sentiment analysis, and escalation handling.
- Experience in user role setup, dashboard management, and agent-side configurations.
- Strong problem-solving skills to identify and resolve configuration issues efficiently.
- Ability to document processes and create technical documentation for long-term use.
- Experience working in multilingual environments (e.g., Spanish) and managing data masking for sensitive information is a plus.
Preferred Qualifications
- Prior experience consolidating multi-vendor platforms into a unified system.
- Knowledge of Azure and Microsoft enterprise tools.
- Background in project management or experience working with cross-functional teams.
Join Us
If you are a Dynamics 365 expert who thrives in a fast-paced, AI-driven environment and wants to contribute to the future of AI-powered contact centers, apply today and be part of an innovative and forward-thinking team.